Manager, Customer Support- EnterpriseXactly

THIS JOB HAS EXPIRED

We are expanding our team and are looking for smart, fun, motivated people who are excited about helping to grow a great company and who have a true desire to make customers happy. As Manager of Customer Support you will report directly to the Director of Global Support. You will oversee and provide functional support to Xactly's internal and external customers. You will also be an integral part of problem resolution for complex issues by partnering with both the Support Analysts and the Technical Operations Team.

You will be required to work on complex problems, while balancing a large workload in a fast paced environment. The right person will also be comfortable interfacing with clients and managing intricate and sensitive client relationships, ensuring they are fostering these relationships until resolution has been reached. We expect the ideal candidate to contribute to our positive team culture by sharing our values: outstanding service to our customers, partners, and each other; respect, accountability, and excellence in everything we do.

Job Responsibilities:

The Manager of Customer Support?s mission will be to help us build a world class service experience for our customers and to build and develop a fantastic customer service team.

Specifically, the Manager of Customer Support will be responsible for:
Manage day-to-day operations of the application support team of 8+ representatives.
Monitor and ensure timely response to issues, proper prioritization of new issues and sequencing, and regular followup with both internal resources as well as clients.
Develop and manage internal metrics to show effectiveness of the team. Apply standard industry measures to ensure compliance with client-facing SLAs.
Resolve customer escalations and drive process/policy improvements through root cause analysis.
Recruit, select, and hire additional team members to expand our capacity.
Evaluate staff performance and provide coaching and development of team to help each employee achieve at his or her maximized performance.
Build strong relationships with partner teams: engineering, technical operations, product management, and quality assurance.

Desired Skills & Experience
2-4 years of management experience (managing customer facing teams)
Strong leadership skills and experience managing multidisciplinary, high-performance teams, supporting complex technologies
Proven ability to lead, influence, and mentor direct reports, as well as the ability to lead and influence across functional groups not directly in the reporting structure
Experience with business process improvement and change management
Thorough knowledge of technical support operations including best practices, industry trends and customer service
Experience dealing with international teams and customers
Demonstrated strong work ethic and advanced organizational skills
Experience implementing methodologies to improve customer satisfaction and build strong internal relationships
Experience with Key Performance Indicators (KPI) and meeting Service Level Agreements
Ability to work in a fast paced environment and when required outside business hours
Ability to attract, hire, and retain high-performing, passionate support professionals
Prior experience working with financial applications and/or working with sales commissions and reporting applications (e.g., True Comp, Varicent, Xactly, Oracle Bi, Salesforce, Oracle CRM)